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Authenticating customers using Digital Messaging
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Module
Authenticating customers using Digital Messaging
2 Rubriques
20 mins
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
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Module
Configuring chat queues and routing
5 Rubriques
40 mins
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You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Rubrique
10 mins
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring Digital Messaging Manager
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Module
Configuring Digital Messaging Manager
8 Rubriques
1h 10 mins
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Getting started with Digital Messaging
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Module
Getting started with Digital Messaging
2 Rubriques
15 mins
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In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...
Monitoring your contact center with Insights
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Module
Monitoring your contact center with Insights
2 Rubriques
15 mins
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Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...
Pega Voice AI introduction
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Module
Pega Voice AI introduction
2 Rubriques
25 mins
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Pega Voice AI assists service and sales representatives during live phone interactions by suggesting actions based on real-time analysis of the...
Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Rubriques
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Setting up Messaging AI
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Module
Setting up Messaging AI
5 Rubriques
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...